Workforce Engagement Management

Hi All,

I've across an issue within Time-Off and i'm keen to understand if there is a setting to fix this, or if Genesys needs to fix it on their end.

If an agent applies for full day Time Off and incorrectly selects the paid hours that doesn't match their work plan it won't auto approve and is marked as pending and comes to admin for approval. Our process would then be to open the pending time off request and correct the Length. The issue with this though is that the acceptable input for minutes is only in 15 minutes increments. We have staff who work 8:05hour shifts. If I put in 5 minutes it corrects itself to 15 minutes.

The only workaround to this is that we have to remove all dates then select add dates and letting the system determine the length automatically. 

I know that when agents apply for leave via the browser when they apply for full day leave it automatically determines the shift length, however for whatever reason this function wasn't rolled out to the tempo app so even if you select full day you still have to put in the paid hours, otherwise it will be default duration when the activity code was created. 

Any tips, sugestions or other workarounds are welcome.

#Workforce Management

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Michael Ball
Smart Service Queensland
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Hello Michael,

The enforcement to 15-minute granularity for full day time off requests on the supervisor/admin side is a bug. We are tentatively planning on a fix to be released to production by mid-week next week at the latest.

The missing functionality in Tempo will be resolved with a project that is currently in development. We expect general availability by early Q4 2023.

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Jay Langsford
VP, R&D
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Original Message:
Sent: 08-04-2023 02:35
From: Michael Ball
Subject: Time-Off Requests Full day Length issue

Hi All,

I've across an issue within Time-Off and i'm keen to understand if there is a setting to fix this, or if Genesys needs to fix it on their end.

If an agent applies for full day Time Off and incorrectly selects the paid hours that doesn't match their work plan it won't auto approve and is marked as pending and comes to admin for approval. Our process would then be to open the pending time off request and correct the Length. The issue with this though is that the acceptable input for minutes is only in 15 minutes increments. We have staff who work 8:05hour shifts. If I put in 5 minutes it corrects itself to 15 minutes.

The only workaround to this is that we have to remove all dates then select add dates and letting the system determine the length automatically. 

I know that when agents apply for leave via the browser when they apply for full day leave it automatically determines the shift length, however for whatever reason this function wasn't rolled out to the tempo app so even if you select full day you still have to put in the paid hours, otherwise it will be default duration when the activity code was created. 

Any tips, sugestions or other workarounds are welcome.

#Workforce Management

------------------------------
Michael Ball
Smart Service Queensland
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